Director, Client Operations, Risk & Complexity
New
J
JobgetherFinancial Services
Remote work opportunities available across Ontario, British Columbia, Nova Scotia, Alberta, and QuebecFull-TimeDirector
SalaryCAD $120,000–$215,000
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Job Details
- Experience
- 9+ years
- Required Skills
- AgileChange ManagementRisk ManagementProcess improvementData analytics
Requirements
- 9+ years of relevant professional experience, combined with a post-secondary degree in a related field or an equivalent combination of education and experience.
- Significant leadership experience in financial services operations, contact centres or virtual services, business management, risk, regulatory programs, or organizational transformation.
- Expertise in operational performance, workforce planning, service resilience, process improvement, controls, and complex problem resolution.
- Understanding of digital service platforms, AI-enabled capabilities, contact-centre technologies, and data analytics.
- Proven ability to lead complex cross-functional initiatives, operational readiness programs, change adoption, and sustainable benefits realization.
- Excellent leadership, executive communication, influencing, negotiation, and relationship-management skills.
- Strong financial and analytical capabilities, including forecasting, business cases, performance measurement, and data-driven decision-making.
- Ability to lead effectively through ambiguity and high-pressure situations within a highly regulated, complex, and matrixed environment.
- Experience with Lean, Six Sigma, Agile, change management, program management, or analytics is an asset.
Responsibilities
- Lead the operational delivery and performance of assigned client service functions, establishing clear expectations for service levels, productivity, quality, workforce efficiency, financial performance, and client outcomes.
- Monitor demand, capacity, service levels, and emerging operational issues, directing timely interventions to stabilize performance and maintain service commitments.
- Ensure operational readiness for launches, market events, volume surges, and service disruptions, including contingency, recovery, and business continuity planning.
- Establish disciplined root-cause analysis practices and ensure corrective actions are measurable, assigned to accountable owners, and sustained over time.
- Lead the governance and resolution of escalations, complaints, fraud cases, regulatory matters, order-execution issues, non-standard transactions, and policy exceptions requiring senior or cross-functional intervention.
- Define decision-making authorities, escalation processes, service standards, operating procedures, and specialized support models for complex client situations.
- Translate approved modernization priorities into operational requirements, implementation plans, readiness milestones, training, coaching, capacity planning, and controls.
- Lead operational planning, workforce forecasting, financial management, portfolio governance, performance reporting, and resource allocation.
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